Aftersales Manager

Aftersales Service Manager

Reports to: Managing Director
Direct Reports: Service Supervisor, Supervisor Co-ordinator, Service Administrator, Service Engineers
Location: Hillsborough
Purpose of the role: Overall responsibility for the Service Operation within Terberg MPM Ireland

Limited with high level accountability for:

• Customer Service, Technical Support, Compliance and unit availability
• Operational efficiency and effectiveness through recruitment and management of available resources
• Profitability and margin generation
• Responsibility for the management, recruitment, development and welfare of staff (to include Supervisors, Service administration, Technical Support and Field Engineers).

In summary, to deliver and maintain outstanding levels of Customer Service, Support, Vehicle availability and Compliance with a professional business image whilst developing and supporting the continued growth of the Rental, Service & Contract business streams. This to be done whilst maintaining & exceeding budgeted profit, margin and revenue targets.

Responsibilities Customer Service:

• Innovate and deliver ‘best in sector’ levels of customer service and support for both external and internal customers.
• Employ an entrepreneurial approach seeking opportunities in all business aspects and areas.
• Development of the customer base to increase sales, profitability and margin.
• Ensure all activities sensibly harmonise the commercial goals set out whilst maximising customer satisfaction.
• Responsible for raising the profile of customer service ethos at all levels, both internally and externally across the staff and customer base.
• Maintain Compliance key performance indicators and develop / establish new metrics as required to continually improve service and support levels
• Accept responsibility for the Terberg Service Team with responsibility for making and managing local decisions and change.
• To establish effective close relations with the Terberg customer base.
• To provide to the Managing Director monthly reports as required for each responsible area of reporting.
• To ensure self or members of team communicate with customers effectively providing regular status reports on key aspects and metrics of the service support business.

Operational Effectiveness:

• Identify opportunity for continual cost savings and efficiency improvements with recommended actions – in particular labour control, efficiency and productivity.
• Ensure all activities comply with company policy, protocols, procedures and H&S parameters.
• Ensure Service practices are constantly reviewed, audited where required and revised where appropriate to achieve optimum levels of service, safety and efficiency.
• Performs tasks with thoroughness, diligence and drive the service team actions with clear purpose and identified output.
• Generate a “team” environment where staff help each other and recognise that they individually have a responsibility for the collective business output.
• Accept accountability for the performance of Service operations and for the support, growth and development of the team.
• To maintain effective communication on all aspects of the operation ensuring effective liaison with staff in both Hillsborough and external colleagues within the regions.
• To work with all departments, particularly with projects that are being explored or implemented.
• Undertake any other duties consistent with the purpose of this job or to support the needs of the business.

Management and Welfare of Staff:

• Set clear personal objectives that are realistic and challenging, review objectives and provide feedback regular in one to ones and formally through the appraisal process.
• Manage any sensitive issues in line with policies and procedures, including attendance and performance issues.
• Coach and develop team to ensure they thrive for excellence, addressing any training and development needs, ensuring direct reports have a personal development plan.
• Motivate and reward team to encourage behaviours within department, which support the values of Terberg MPM and the wider group.
• Encourage and exhibit behaviours within the function that support the values of the business and that create an environment where mutual trust and respect are encouraged.

Critical Skills Required:

• Excellent analytical and observational skills.
• Able to identify issues, evaluate and put solutions in place – problem solving skills.
• The ability to work to tight deadlines, under pressure and with a sense of urgency.
• Communications skills, both verbal and in writing, together with the ability to communicate at all levels.
• Interpersonal skills and the ability to develop strong working relationships.
• Able to drive team /department goals and keeps team members working together.
• Excellent organisation and prioritising skills.
• The ability to present and provide updates to managers and employees.
• Self-motivational with the ability to challenge the status quo, and research and offer suggestions for improving efficiency or customer experience.

Critical Knowledge Required:

• Knowledge of aftermarket and automotive environment.
• A solid understanding and knowledge of:

o People Management.
o Customer Service.

• Good knowledge of other Microsoft Office – Outlook, Word and Excel.

Qualifications and Experience required:

• Previous experience in HGV / Forklift / Plant & Machinery or Specialist vehicle industry and product knowledge.
• IT literacy.
• Aftermarket business and financial acumen.
• Aftermarket experience and understanding.

Desirable:

• Management qualification
• IOSHH
• CPC
• ISO 9001/14001

Interested applicants please submit your CV, via clicking APPLY NOW.